ITSM Using AI Chat-Bot and Data Visualizers
Dr. Madhavi Pradhan, Arun Bagbande, Amaan Khan, Abdul Aman Abdul Majid, Unnati Chandekar · International Journal for Research in Applied Science and Engineering Technology · 2022
Abstract: Information Technology Service Management is the process to plan, implement, deliver and support the IT services to cater the end-users’ needs. This project aims to study the existing ITSM systems and implement an improved system aided with technologies like chat-bot and data visualization. To resolve IT issues using quality ticket system, we need a robust service management framework based on ITIL framework. The system works in three distinct steps: Reporting, Managing and Resolving an issue. The aim of an ITSM system restore the undisturbed flow of the everyday business process after resolving the ticket. The chatbot caters to the smaller needs of the users without having a need to create a ticket in the ITSM system. Data visualization can help the management team as well as the users to visually keep the track of the tickets. Keywords: Information Technology Service Management, Information Technology Infrastructure Library, Chat-bot, Data Visualization, Natural Language Processing.